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Show Notes

/Show Notes

June 2017

243: How Corporate Myths Hurt Customers

Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to identify them, and what you can do to set things straight. […]

242: Jason Forrest, The Power of Customer Certainty

In this special edition “live” from C-Suite Network conference, three-time Stevie Award winner Jason Forrest discusses the power of customer certainty. […]

241: (Tip) Understanding Customer Touchpoints

Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and taking action. […]

240: Matt Dixon, Kick-Ass Customer Service

Bestselling author and customer service expert Matt Dixon to uncovers surprising facts and common misconceptions about delivering low-effort service. […]

239: Customer Survey Mistakes

Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. […]

238: (Tip) Pay Attention to Your Customers, Or Else

Adam shares tips for embracing showrooming to compete with online retailers. […]

237: Peter Friedman, Customer Service Messaging Apps

Adam interviews Peter Friedman, CEO of LiveWorld, a social customer experience company, about the changing landscape of customer service messaging. […]

236: (Tip) Customer Experience Sprints

Adam and Jeannie share 3 powerful ideas to make quick progress with customer experience sprints. […]

235: Customer Experience Touchpoint Tips

What is a customer experience touchpoint? Jeannie shatters common myths and shares tips for a more customer-centric and actionable approach. […]

234: Tips for Customer Service Bots

Are you using customer service bots? So much can go wrong! With Adam and Jeannie to help, you can use them to save time AND deliver better experiences. […]

May 2017

233: (Tip) Beware of Organizational Conformity

Adam explains the neuroscience behind different types of organizational conformity, how they help or harm your business, and how to strike a good balance. […]

232: Negative Emotions Have a Bigger Impact on CX

Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX. […]

231: (Tip) Undercover Bosses

Adam and Jeannie share some easy ways leaders can act as undercover bosses in their organizations. […]

230: (Tip) Connecting Customer-Centricity to Action

Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. […]

229: Dan Gingiss, Social Customer Care

Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. […]

228: (Tip) All Customers want These Things

Adam and Jeannie share three things all customers want from the experience, regardless of what they do or do not ask for. […]

227: (Tip) Majoring In the CX Minors

Adam shares tips for preventing small details from spoiling an otherwise great overall customer experience. […]

226: Let’s Talk About Airline Customer Service

Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters. […]

225: (Tip) Signs of CX Success

Adam and Jeannie share tips for gauging your organization’s path to CX success. […]

224: (Tip) 3 CX-Defeating Phrases

Jeannie shares tips for recognizing and eliminating CX-defeating phrases from your organization. […]

223: Mo Gawdat, Engineering Happiness

Adam and Jeannie discuss engineering happiness for true success with Mo Gawdat, author of Solve for Happy. […]

222: (Tip) Instilling Culture Throughout the Organization

Adam and Jeannie report from Medallia’s Experience-17 conference to discuss common challenges and benefits of instilling culture throughout organizations. […]

221: (Tip) The Wisdom of Your Team

Adam shares tips for leveraging the wisdom of your team as internal consultants to gain powerful customer-focused insights. […]

220: Future Customer or Present Customer?

Adam and Jeannie discuss ways to balance innovating around the needs of the future customer with those of the present customer at Medallia’s Experience-17 conference. […]